- Acts as a bridge between the business problems and the technology solutions.
- Analyzes, transforms and ultimately resolves the business problems with the help of technology.
- Works with internal clients and applies best practice methodologies to determine business requirements and to define solutions to address business, process, information and system problems, improvements or change.
- Delivers business projects in line with sponsor requirements and enterprise architecture.
- Proactively develops and deploys enhanced services and platforms, covering all the functional aspects from service/product definition through to build and deployment.
- Ensures the identification and documentation of operational gaps including user guides, templates, test cases and related user training.
- Assists with the resolution of issues pertaining to the service.
- Adheres to and follows the relevant development and support processes.
- Communicates and escalates if any issues arise or deliverables cannot be met and request assistance to ensure closure of issues.
- Takes responsibility for delivery of multiple project elements with no supervision.
- Ensures the development of concepts and the management of these from inception through to post deployment.
- Performs any other related task as require
To thrive in this role, you need to have:
- Advanced understanding of business practices and processes.
- Excellent team player who displays good client service orientation with well-developed administrative and organization skills.
- Advanced expertise in specific systems, processes and technologies that they will be required to analyze.
- Meticulous attention to detail whilst working under pressure.
- Excellent verbal and written communication skills.
- Advanced process mapping technology knowledge.
- Ability to build rapport and engage effectively with a variety of stakeholders.
- Advanced knowledge of project management methodology.
- Excellent analytical skills with the ability to convert business requirements into operational deliverables (functional requirements) to meet business objectives.
- Excellent documentation skills, in particular, functional requirements, test cases, system user documentation, processes and procedures and presentations.
- Extended working knowledge of Microsoft Exchange, Word, Excel Project, PowerPoint and Visio Good understanding of systems generally used in a services organization, for example ServiceNow, Siebel, Remedy, SAP, EMS would be advantageous.
- Extended understanding of and experience with ITIL (IT Infrastructure Library) and the application of ITIL tools within a service integrator.
Academic qualifications and certifications:
- Bachelor's degree or equivalent in Business or Information Technology or a related field.
- Project management certification would be advantageous.
- Professional in Business Analysis certification is preferred.
- IIBA Membership required.
- Relevant technology certification(s) required, such as ITIL.
Required experience:
- Advanced experience as a Business Analyst gained within a technology services environment.
- Advanced demonstrable experience as a system administrator or developer would be advantageous.
- Advanced experience in and with all operational aspects of a Services business, preferably with a Systems Integrator.
- Advanced demonstrable experience in the business requirement gathering, use case definition, process mapping and implementing new services and systems.
